Troubleshooting - General

The following is intended to help you diagnose ResNet connectivity problems (eg. unable to browse the web, check e-mail, etc).

Is your patch cable securely inserted into both the network card and the network port?

  • Your patch cable must be firmly inserted into both the wall/splitter and the NIC. Hopefully, the RJ-45 connector will "click" into place but if not, care must be taken to ensure that the circuit is made. If your network card has a link light (usually a green light on the network card), it will be lit if there is a proper connection.

Are you using a proper network cable?

  • A standard Ethernet patch cable (CAT5 or greater) is required in order to connect to a ResNet port. Cables are available for purchase from the UBC Bookstore or any electronics store. Using the proper cables is important, otherwise, you will not be able to obtain service. For example, telephone cables will not work because the jacks do not fit and they are not internally wired to support data transfer.

    Cat5 cable. Note that cable colour is independent of Ethernet cable type
    Example CAT5 cable. Note that the cable colour is independent of Ethernet cable type.

Are you connected to the right port?

  • In most cases, the active internet port is the bottom port or the right hand side port. There will also be a computer icon beside this port.

    If you are living in a one-bedroom studio in the Thunderbird residences you may have two sets of ports, one in the bedroom and one in the living room. Only one of these are active. If you do require this to be changed, there will be a fee associated with moving the active port.

Are other people having similar problems?

  • If other people in your unit/house are having problems using ResNet, it may be indicative of a network problem on ResNet or UBCnet. In this case, please contact the IT Service Centre Help Desk to report a possible network problem..

Has your DHCP lease expired?

  • If your computer has been on for more than the DHCP lease period (one day), its DHCP lease will expire. If your computer is using an expired lease, network connectivity will be lost. In this case, the simplest solution is to restart your computer. This will renew the DHCP lease. If you are technically savvy, you can manually renew your lease instead of restarting your computer. For assistance, please contact the IT Service Centre Help Desk.

Does your computer work on another port/does another person's computer work on your port?

  • If possible, try your computer on another port or try someone else's computer on yours (laptops are very helpful here). If your computer works elsewhere, then it's possible that your port is faulty. Similarly, if someone else's computer works on your port, then it's likely your computer is improperly configured.
  • If you suspect your port is faulty, please contact the IT Service Centre Help Desk.

Are your network adapter's drivers intalled and configured properly?

  • Your computer's network adapter uses software drivers which enable your computer to communicate on the network. Usually, these are installed and ready for use. If they are not in proper working condition, then you will be unable to connect to the network. Please consult your computer manual for details or contact the IT Service Centre Help Desk.

Is there physical damage to your port?

  • If you notice any signs of physical damage to your port, contact the IT Service Centre Help Desk to have the port serviced. Signs of damage include wires, cables, or data jacks hanging loosely or pushed into the wall; missing faceplates.

Are you in a newer residence that has wireless service?

  • Many of the newer residences at UBC utilize wireless to deliver ResNet internet service instead of hard-wired ports. If you are in one of these residences, you will not have a network port on the wall, instead you will connect via wireless as you would anywhere on campus.